What can this 5-star hotel learn from its guests?
The hotel brand InterContinental Hotels & Resorts was founded in 1946. Today, the company has more than 200 hotels over the world. One of their hotels, InterContinental Paris Le Grand, is a 5-star hotel located in the heart of Paris.
We wanted to see how guests talk about one of the 5-star hotels in Paris. So we took 2 309 reviews about InterContinental Paris Le Grand posted on TripAdvisor and ran them through Gavagai Explorer.
Here are 4 things we found out!
The average grade for the topic “service” is a bit lower than the overall grade. Since 2016, the net sentiment for the topic has decreased slightly.
The staff has been talked about less and less since 2016 and the sentiment for the topic has decreased. It is often mentioned together with “friendly” and “professional”.
Get Started for Free
Learn about our AI-powered text analysis tool in a Personal Demo.
Then get a Free Trial to test-run Gavagai Explorer using your own data.
“Cost” is mentioned in 36% of the reviews, which is more than average. It seems to have a negative impact on the grade, especially when it is mentioned together with “service” and “extra”. The topic has been talked about less frequently over time.
Reviewers who mention the topic “champagne” seem to give a higher grade than the average of all topics: 4,64 / 5 compared to 4,37 / 5.
What can we tell from this?
Our analysis shows that the sentiment for the staff and service has decreased since 2016. Although the decrease is quite small, it could be an indicator that guests are not completely satisfied with the service.
A lot of reviewers talked about the cost some years ago. The topic seems to have a negative impact on the grade but since this is a 5-star hotel, the price should not be a surprise for guests. However, the topic is talked about less nowadays, which could mean that the hotel has been more successful to reach its intended target group.
Some guests mentioned that the hotel offered them champagne to compensate for dissatisfaction. This can explain why the topic “champagne” occurs in 8% of the reviews. Since “champagne” appears to be a driver for higher grades, it seems that guests appreciate the compensation.
Want to try this kind of analysis on your own data?
Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.
Gavagai is a Swedish language-tech company using advanced AI to help businesses analyze text and feedback – so they can understand their customers better. Spun off from the Swedish Institute of Computer Science, our Word Space Technology has grown and improved over 20 years, and our research team has published more than 400 academic papers.